Sarah Metcalfe

Happy Coffee Consulting

CHO

Sarah Metcalfe is the CHO of Happy Coffee Consulting. She founded Happy Coffee Consulting after 9 years building award winning customer service and  customer experience. Sarah has spent the last 10 years researching and training in Happiness at Work and recently became a Certified Chief Happiness Officer providing Happiness at Work consulting after training in Denmark with Alex Kjerulf and Woohoo Inc.

In 2019 Sarah co-founded the first Global Summit for Happiness at Work. In the two years it has been running we have had over 2000  participants from 62 countries and more than 60 leading expert speakers from around the world. 

In July 2020 she became co-leader of Woohoo Unlimited, a group of over 100 happiness at work experts, from thirty one countries. Our partnership has helped to train over 100,000 people worldwide on being happier at work and provided training and keynotes to companies like Accenture, KPMG, LEGO, Shell, Microsoft, Nespresso and many others.

Happy Coffee worked with companies like WDHB, L’Oreal, FUTR, Abcam Life Sciences, Teleperformance, Sabio, DoctoLib and Woohoo Inc. and provided international keynotes and workshops in Canada, U.K., Denmark, France, Ireland, Spain, Belgium, Poland and NL.
 

Alex Genov

ZAPPOS. COM

Head of Customer Research

Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people's lives easier and more enjoyable.

Currently Alex is leading Customer Research for the Zappos Family of Companies.  In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network.   He has over 20 years of relevant experience – 5 years of academic research and over 15 years of customer research in the software industry.  Alex received his PhD in Experimental Social Psychology from Clark University.   His areas of research include: defining and measuring emotions, individual differences, usability, and consumer segmentation.
 

Madeleine Linden

VIRGIN MONEY UK PLC

Senior Manager, CX Insight

Madeleine Linden is the Senior Manager, CX Insight at Virgin Money UK plc, a full-service commercial bank with 6 million customers in the UK.  Her role spans all aspects of CX Insight from ensuring the organisation listens to, understands and acts to improve the customers experience. In recent years, Virgin Money have gained growing recognition from both the UK Customer Experience Awards and Institute of Customer Satisfaction for their customer focus.  
Over the past 20 years, Madeleine has gained extensive experience  as a customer-centric professional with a passion for leading and motivating diverse teams to deliver results that improve customer retention, advocacy and reduce complaints across a variety of sectors.
 

Richard Murray

CAMBRIDGE UNIVERSITY PRESS

Global Customer Service Director

Richard Murray is the Global Customer Service Director at Cambridge University Press, the oldest publishing organisation in the world. His teams serve customers in every corner of the globe. Within the context of massive disruption in the education sector Richard will discuss the journey of taking the service division from cost centre to an asset that drives competitive advantage and is truly valued by the business and its customers.

Marketa Gibson

McCain Foods

Vice President Global Supply Chain

I am a Supply Chain executive with over 20 years of international experience. As Vice President of Global Supply Chain for McCain Foods I am responsible to shape the overall Supply Chain vision and direction, enabling highly efficient and effective supply chain teams in delivering industry leading cost, growth, and service performance. Through development and mentoring of leadership and talent, and by leveraging advanced analytics and digital solutions, I strive to ensure executional excellence and best-in-class supply chain cost efficiency, network planning, Regional and Global Integrated Business Planning, as well as coordination of McCain’s Global supply network, in order to deliver superior Customer experience and growth.
Over the past 20 years, I have acquired expertise in Supply Chain Management, Lean Thinking & Value Creation, Business Process Improvement, Digital transformation, Cross Functional Project Management, Leadership Development, and SAP & Technology implementation.
 

Darren Diprose

BRITISH GAS

Head of Digital Channels & Ai Solutions

Darren has 23+ years within digital working with clients such as Vodafone, British Gas, Eurostar, NHS, DHL and Dept for Education. He is an award-winning leader in the digital field and has simultaneously maximized commercial growth, reduced costs, and increased customer satisfaction by bringing innovative, consumer-centric digital products to the market. Darren is currently leading the British Gas initiative to provide automated transactions and conversations via Ai and machine learning. He is responsible for the ownership of the company's strategy for live chat, social media, WhatsApp and Apple Business Chat and the product roadmap for the companies Ai solutions to enable efficient account management to millions of Energy and Home Services consumers.

Camelia D. Hayman

MEDELA CANADA INC.

Director of Customer Service Excellence

Camelia Hayman is an accomplished, energetic and passionate leader with over 20 years’ experience in the Pharma/Medical Device and Manufacturing industries, specializing in Operational Management and Customer Service/Experience.  She is dedicated to quality, service, success of her organization, her team and above all – her customer.  As a proven leader with a collaborative approach, strong problem solving and critical thinking skills, Camelia places the customer experience first by engaging and coaching her direct reports to be the best representatives they can, with a high emphasis on the human touch. As a devoted mother of 3 to soon to be teenage daughters, Camelia is committed to learning as much from the future leaders of tomorrow, as she is about sharing her own experience to bring care, kindness and humanity back to the service experience.

Megan Merrick

Happier Living

VP Customer Experience

Jason Gordo

GOLDMAN SACHS PERSONAL FINANCIAL MANAGEMENT

Head of Strategic Partnerships and Client Experience

Jason serves as the marketplace spokesperson and client experience expert for Goldman Sachs Personal Financial Management.
A proven entrepreneur, investor, author, and industry speaker, Jason was previously the founder of Valley Wealth, Inc., an investment advisory firm that served the needs of high-net-worth clients, endowments, foundations, and corporate retirement plans.

Jason received his undergraduate degree in Business Management and then earned a Master’s degree in Organizational Leadership from Gonzaga University.
 

Youri Hollier

Tim Hortons

Director of Digital and Social Media Marketing

Youri Hollier is Tim Hortons’, Director of Digital and Social Media Marketing. With over a decade in the digital and social space, he’s worked on both the client and agency sides of the industry. And while he has seen the landscape change tremendously over the years, one thing has never changed: his commitment to a community-driven social approach.